ComplaintsforLagunitas Brewing Co.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 22, 2023, I purchased a 12 pack of 12 ounce cans of Lagunitas IPA from my local beer distributor. Upon opening, I immediately noticed two cans that were deformed. Deformed in the sense that they were imploded, somewhat crushed within. When I opened them, the can went back to its usual shape making me think that there definitely was an issue. Upon poring the beer in a glass, it was flat and putrid smelling making me discard both cans in the garbage. Further, I found another defective can which I threw out. I reached out to Lagunitas via email and informed them of my issue. After 3 days of no response, I sent another email. After me sending the second email, I finally received a reply from a representative of Lagunitas stating in substance: Give us more information ( product, size, lot#, ect.) and we will follow up and let you know our resolution. I immediately replied with the info requested and was awaiting the Companys response to my issue. That was on September 26th 2023. That was the last I heard from them. Since then, I have sent them numerous emails requesting the status of their investigation. Explaing to them over and over again my concerns. They NEVER replied! It appears to me that either they found a major issue that they dont want to reveal, or they think that I will eventually go away. To date, it has been 18 days since I informed them of their defective beer and I have yet been given the courtesy of a response, and it still hasnt been resolved. This is a terrible response from a Company that sells a product to the community and doesnt even have the respect or dignity to back their products quality with a response. I am requesting a full refund of the purchase price of this product, compensation for my time and aggravation, and an investigation as to why this occurred so as not to happen in the future to anyone else.If needed, I retained all communications with Lagunitas. Hopefully, they will respond to this BBB complaint.

  Business response

  11/07/2023

  Hi sir or madam,

  We wanted to send a note regarding complaint #******** (see below for a copy of the complaint).  We have reached out directly to the patron, ********************, with an apology and a gift card to replace the product.  The Better Business Bureau portal to reply was closed before we could enter our reply and we would be thankful if the complaint status would be noted that we sent a response letter to *********************

  As you can see from our reply to the patron, our consumer inquiry system has been changed and somehow this communication was temporarily hidden in the system. We are working to resolve this issue in the future as we are very concerned about his less than satisfactory experience with our company and beer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩